Job Description
Business & team
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world's best systems and processes.
The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Customer Service Direct (CSD), this includes but is not limited to Contact Centres (Direct Banking, Direct Lending & Financial Assistance Solutions), across a number of existing and future channels.
The team is responsible for, but not limited to:
• Configuration and management of Aspect and Adeptra
• Optimisation of resource allocation and operational excellence
• Business planning and execution
• Cyclical budget and recruitment planning/execution
• Business engagement to assess and prioritise initiatives impacting the CSD business and workforce planning
Your impact & contribution
As a Workforce Optimisation Analyst you will:-
Lead the projects relating to Workforce Planning activities that may be part of a strategic, Productivity/efficiency, and/or operational excellence initiative. Act as an SME on Workforce Management System (WFMS). Collaborate with business and Contact Centre Technology (CCT) stakeholders to deliver initiatives impacting our Workforce Management (Aspect), telephony (Genesys) and routing systems (Adeptra). Have demonstrated knowledge of workforce management principles (forecasting, scheduling, real time monitoring) Have had experience working in an inbound and outbound contact centre Support any and all ad-hoc workforce management analyses in partnership with the business to set and execute on strategy
This role will draw on your expertise in areas such as Aspect WFM Knowledge, Reporting & Analytics, and Continuous Improvement using knowledge of workforce planning fundamentals.
Responsibilities
• Lead and support projects and initiatives with a workforce planning requirement. This may involve project engagements from:-Strategic ProjectsProductivity Projects & initiativesOperational Projects & initiativesWorkforce Planning Projects & initiativesAny other continuous improvement projects & initiatives
• Management, Support and Governance of the Aspect Workforce Management System
• Responsible of documenting the WFO processes and maintain the housekeeping of Aspect
• Using the WFM lens, assist project teams with the development of relevant recommendations
• Manage & support any & all ad-hoc reporting & analysis requests relating to workforce planning
• Develop and maintain stakeholder relationship, proactive stakeholder engagement
• Management of process documentation and governance framework for key team responsibilities
• Providing analytical insights to identify customer trends and provide recommendations to improve customer experience
• Initiate and drive improvements to processes and documentation used among WFP teams.
Qualifications & Experience
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
• 2-3 years' experience in a in a busy, commercial, competitive WFP/Contact Centre environment
• Experience in advocating the importance of workforce management within a business
• Ability to meet objectives and targets while working to deadlines and managing priorities
• Ability to identify trends by providing analytics insights
• Proficiency in all MS Office software with advanced knowledge in Microsoft Excel
• Solutions oriented with a positive attitude and approach
• Due to current workforce management technologies in the group, any qualifications from the Aspect & Genesys product suites would be an advantage
• Workforce Planning fundamentals (such as offered by COPC, Call Design, TCCS, ICMI or equivalent institutions) is desirable
• Relevant Tertiary qualifications would be advantageous
• Qualification in other contact center technologies is advantageous such as Verint or speech analytics
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through to submit a valid application. We're keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 +8+ 6+6.
Advertising End Date: 06/03/2026
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world's best systems and processes.
The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Customer Service Direct (CSD), this includes but is not limited to Contact Centres (Direct Banking, Direct Lending & Financial Assistance Solutions), across a number of existing and future channels.
The team is responsible for, but not limited to:
• Configuration and management of Aspect and Adeptra
• Optimisation of resource allocation and operational excellence
• Business planning and execution
• Cyclical budget and recruitment planning/execution
• Business engagement to assess and prioritise initiatives impacting the CSD business and workforce planning
Your impact & contribution
As a Workforce Optimisation Analyst you will:-
Lead the projects relating to Workforce Planning activities that may be part of a strategic, Productivity/efficiency, and/or operational excellence initiative. Act as an SME on Workforce Management System (WFMS). Collaborate with business and Contact Centre Technology (CCT) stakeholders to deliver initiatives impacting our Workforce Management (Aspect), telephony (Genesys) and routing systems (Adeptra). Have demonstrated knowledge of workforce management principles (forecasting, scheduling, real time monitoring) Have had experience working in an inbound and outbound contact centre Support any and all ad-hoc workforce management analyses in partnership with the business to set and execute on strategy
This role will draw on your expertise in areas such as Aspect WFM Knowledge, Reporting & Analytics, and Continuous Improvement using knowledge of workforce planning fundamentals.
Responsibilities
• Lead and support projects and initiatives with a workforce planning requirement. This may involve project engagements from:-Strategic ProjectsProductivity Projects & initiativesOperational Projects & initiativesWorkforce Planning Projects & initiativesAny other continuous improvement projects & initiatives
• Management, Support and Governance of the Aspect Workforce Management System
• Responsible of documenting the WFO processes and maintain the housekeeping of Aspect
• Using the WFM lens, assist project teams with the development of relevant recommendations
• Manage & support any & all ad-hoc reporting & analysis requests relating to workforce planning
• Develop and maintain stakeholder relationship, proactive stakeholder engagement
• Management of process documentation and governance framework for key team responsibilities
• Providing analytical insights to identify customer trends and provide recommendations to improve customer experience
• Initiate and drive improvements to processes and documentation used among WFP teams.
Qualifications & Experience
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
• 2-3 years' experience in a in a busy, commercial, competitive WFP/Contact Centre environment
• Experience in advocating the importance of workforce management within a business
• Ability to meet objectives and targets while working to deadlines and managing priorities
• Ability to identify trends by providing analytics insights
• Proficiency in all MS Office software with advanced knowledge in Microsoft Excel
• Solutions oriented with a positive attitude and approach
• Due to current workforce management technologies in the group, any qualifications from the Aspect & Genesys product suites would be an advantage
• Workforce Planning fundamentals (such as offered by COPC, Call Design, TCCS, ICMI or equivalent institutions) is desirable
• Relevant Tertiary qualifications would be advantageous
• Qualification in other contact center technologies is advantageous such as Verint or speech analytics
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through to submit a valid application. We're keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 +8+ 6+6.
Advertising End Date: 06/03/2026
💡 Quick Summary
Seeking a career-building opportunity? The Workforce Analyst|5 position is now open for candidates interested in the Bank Jobs sector. This role in Benglore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
